Technical Support Executive (Evening Shift)

As a Technical Support Executive at Clearer.io, your primary responsibilities include troubleshooting technical issues related to our applications, customizing setups for clients' online stores using JavaScript, HTML, and CSS, and responding to support inquiries across various channels. You'll work closely with our partners to meet their technical needs while documenting solutions to enhance internal knowledge resources.

To be considered for the Technical Support Executive position at Clearer.io, you should have a strong technical background in Computer Science, Software Engineering, or a similar field. Proficiency in JavaScript, HTML, and CSS is essential, along with excellent English reading and writing skills. Good problem-solving abilities and attention to detail are also crucial for success in this role.

While not strictly necessary, having a track record in eCommerce is preferred for the Technical Support Executive role at Clearer.io. Understanding the eCommerce landscape can enhance your ability to provide effective technical support, as you will be working closely with clients who operate online stores.

At Clearer.io, you'll enjoy a 100% remote work culture, allowing you to work from anywhere that brings you happiness. Our environment is supportive and collaborative, with a focus on clear communication, customer-first values, and opportunities for continuous learning and professional growth, all while engaging with a diverse team.

Clearer.io offers a comprehensive benefits package for its Technical Support Executives, including a performance-based year-end bonus, wellness allowance, 20 days of paid time off, a MacBook, and health benefits such as Generali Health Care. You'll also have opportunities for international exposure and participate in collaborative events to foster team spirit.

In answering this question, provide specific examples of projects where you've utilized JavaScript, HTML, and CSS. Discuss any frameworks or libraries you’ve used, your approach to debugging, and how you ensure cross-browser compatibility.

Explain your method for prioritization, such as assessing the urgency of each request, understanding the impact on the customer’s business, and using any tools or processes you've found helpful in managing your workload effectively.

Share a specific scenario where you successfully diagnosed and resolved a technical challenge. Highlight the steps you took, your thought process, and how you communicated with the affected parties throughout the troubleshooting process.

Discuss the importance of active listening, maintaining a clear and professional tone, and adapting your communication style to fit the client’s level of technical understanding. Providing examples of your success in building rapport and trust with clients will enhance your response.

Emphasize the importance of detailed documentation for future reference and knowledge sharing. Describe any tools or formats you use to keep logs, how you ensure clarity, and how this practice contributes to team learning and efficiency.

Mention resources you use to stay informed, such as online courses, industry blogs, and webinars, and how regularly engaging with these sources allows you to provide informed support and recommendations.

Outline a project where collaboration was key. Highlight your communication skills, how you resolved conflicts or differing viewpoints, and the end result that was achieved through teamwork.

Discuss your philosophy on customer service, which could include empathy, responsiveness, and follow-through. Provide an example of how you've applied these principles in a previous role to enhance customer satisfaction.

Share techniques you use to de-escalate situations, such as remaining calm, empathetic listening, and seeking to understand the customer’s issue before proposing solutions.

Express your understanding of Clearer.io’s mission and values, how your skills align with the company's goals, and your enthusiasm about contributing to a team that prioritizes innovative solutions and customer success.